Senior CX & Contact Center Operations Lead

PwC México; Región Centro; On-site; MXN 420,000 - 660,000; Full time

Job summary

PwC México Acceleration Center Mexico is seeking a Senior Associate to enhance customer experiences by analyzing client needs and delivering CX solutions. You will lead initiatives, craft journey maps, and guide teams to drive loyalty and value for diverse clients across geographies.

You will mentor others, manage projects end-to-end, and leverage data and CRM tools to optimize service delivery while upholding PwC standards and independence requirements.

Qualifications

• Bachelor's degree required.
• 3+ years of experience in CX design or customer experience roles.
• Proficient in English.

Responsibilities

• Analyze client needs to design customer-centric solutions that improve experience and loyalty.
• Create customer journey maps to enable seamless, personalized experiences.
• Lead projects with planning, budgeting, execution and delivery to meet client expectations.
• Mentor team members to develop skills and performance.

Skills

CX Design

CRM

Customer Journey Analysis

Data Management

Communication

Active Listening

English Proficiency

Education

Bachelor's degree

Tools

CRM Tools

Job description

PwC México Acceleration Center Mexico is seeking a Senior Associate to enhance customer experiences by analyzing client needs and delivering CX solutions. You will lead initiatives, craft journey maps, and guide teams to drive loyalty and value for diverse clients across geographies.

You will mentor others, manage projects end-to-end, and leverage data and CRM tools to optimize service delivery while upholding PwC standards and independence requirements.